Unable to upgrade to latest build of TI 10

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Posts: 2
Comments: 1

Hi Everybody, I am about to post a seperate issue on here but as part of the troubleshooting I am trying to install the latest build of True Image Home 10. I am using build 4940 and trying to upgrade to build 4942 but when I try installing the new version it comes up with the following:

The installation was interrupted before Acronis True Image Home could be installed. You need to restart the installer to try again.

I am using Vista Ultimate 64 bit.
Thanks in advance and any help is appreciated. John Evans

Thu, 06/17/2010 - 21:37
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Comments: 9

John,

I am by no means an expert on the software, but I hate to see no replies after 17 hours so here's my 2 cents:

Can you find an installation/upgrade log? Probably in the Temp folder under Docs&Settings\\LocalSettings. Does it show any relevant messages near the end?

Check the Event Viewer (Control Panel -> Administrative Tools) for any relevant System or Application error messages. These are rarely helpful, but you never know.

Download a (free) copy of AutoRuns from Microsoft (http://technet.microsoft.com/en-us/sysinternals/bb963902.aspx). This shows you everything that is automatically launched every time Windows starts. Use it to search for anything related to True Image or Acronis, de-select every entry you find, then reboot and try the upgrade again.

Lastly, uninstall the old version completely, reboot, and try a fresh install of 4942 (make sure you have your license key handy). It's a pain to have to reconfigure all your settings, but it will probably work. I used to work in software engineering, and I know upgrades are messy and problematic, no matter what company we're talking about. For me, if it's not an outrageous amount of work to uninstall/re-install an application, I would prefer to do that than "upgrade".

Good luck,
Chris

Fri, 06/18/2010 - 15:46
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Hi Chris,

First of all thanks. I cannot believe that I did not think about log files to begin with.

I decided to go down the route of a fresh install of the new build. However this also did not install coming up with the same message.

In case it was because the folder it was in is an ecrypted folder (EFS) I have moved it to an unencrypted folder and run as admin.
I could only find one that it recreated at the end of the install which to do with the "REMOVE".
There were two entries in the event logs:
-------Entry 1--------------
- System
- Provider
[ Name] MsiInstaller
- EventID 11708
[ Qualifiers] 0
Level 4
Task 0
Keywords 0x80000000000000
- TimeCreated
[ SystemTime] 2010-06-18T19:42:50.000Z
EventRecordID 10097
Channel Application
Computer Main
- Security
[ UserID] ----------------------------------
- EventData
Product: Acronis True Image Home -- Installation failed.
(NULL)
(NULL)
(NULL)
(NULL)
7B34313943463334342D334439342D344441442D393943382D4541374230304535454138427D
--------------------------------------------------------------------------------
Binary data:
In Words
0000: 3931347B 34334643 44332D34 342D3439
0008: 2D444144 38433939 3741452D 45303042
0010: 38414535 7D42
In Bytes
0000: 7B 34 31 39 43 46 33 34 {419CF34
0008: 34 2D 33 44 39 34 2D 34 4-3D94-4
0010: 44 41 44 2D 39 39 43 38 DAD-99C8
0018: 2D 45 41 37 42 30 30 45 -EA7B00E
0020: 35 45 41 38 42 7D 5EA8B}

-----------Entry 2--------------
- System
- Provider
[ Name] MsiInstaller
- EventID 1033
[ Qualifiers] 0
Level 4
Task 0
Keywords 0x80000000000000
- TimeCreated
[ SystemTime] 2010-06-18T19:42:50.000Z
EventRecordID 10098
Channel Application
Computer Main
- Security
[ UserID] --------------------------------
- EventData
Acronis True Image Home
10.0.4942
1033
1603
(NULL)
7B34313943463334342D334439342D344441442D393943382D4541374230304535454138427D
--------------------------------------------------------------------------------
Binary data:
In Words
0000: 3931347B 34334643 44332D34 342D3439
0008: 2D444144 38433939 3741452D 45303042
0010: 38414535 7D42
In Bytes
0000: 7B 34 31 39 43 46 33 34 {419CF34
0008: 34 2D 33 44 39 34 2D 34 4-3D94-4
0010: 44 41 44 2D 39 39 43 38 DAD-99C8
0018: 2D 45 41 37 42 30 30 45 -EA7B00E
0020: 35 45 41 38 42 7D 5EA8B}

-----------------------------------
This may help somebody. It doesn't mean that much to me.

Thanks again to everybody who has looked even if you too are none the wiser.
John

Fri, 06/18/2010 - 20:06
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 9

Yeah, doesn't make much sense to me, either.

I might log in as Administrator and then try the install (even if your user account has administrative priv's, maybe something will be different as Administrator). Maybe even try booting into Safe Mode to do the install. You can tell I'm grasping at straws here. I still use XP and had no trouble upgrading to 4942. Maybe it's a Vista-specific issue. Then again, if 4940 installed OK, why not 4942? Maybe try a fresh download of the 4942 installer, on the off chance that the one you have got corrupted somehow.

Other than that, I'd open a ticket with Acronis Support, 'cuz I'm out of ideas.

Better luck,
Chris

Sun, 06/20/2010 - 13:46
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 11
Comments: 1342

Hello,

Chris, thanks for your help.

John, let me assist you.

In order to investigate the installation issue I need MS Installer log file. You can find instructions on how to create it at this KB article. Please attach the created log file to the reply to this thread.

I'm looking forward to hearing back from you at your earliest convenience.

Thank you.

Tue, 06/22/2010 - 12:44
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